Plan requirement
| Subscription | Any plan |
| Access | Agent |
Assigning is how a ticket gets an owner. Group and agent are separate fields, and knowing which to set decides who sees it.
Assign a ticket
- Open the ticket.
- In the properties panel, set the Assignee field.
- Choose a group, an agent within that group, or both.
- Submit.
Most agents use the take it link to assign a ticket to themselves in one click, which is quicker than working through the dropdown.
Group or agent
- Group only means the ticket belongs to a team and anyone in it can pick it up. Right when you want a queue rather than a named owner.
- Group and agent means one person is responsible. Right once someone has taken it on.
Choosing the agent first sets the group automatically, because an agent can only be assigned within a group they belong to. That is why a colleague sometimes does not appear in the list: they are not in that group.
Handing over well
Reassigning without explanation is how tickets bounce. Add an internal note saying what you did, what you found and what you think is next, then change the assignee. It costs twenty seconds and saves the next person reading the whole thread.
When routing does it for you
If your account uses omnichannel routing, tickets are assigned automatically based on queues, skills and agent capacity. Manual assignment still works, but you are generally better off letting the rules do it and intervening only when they get it wrong.
Comments
0 comments
Article is closed for comments.